IMG 1010 - Recommendations for Supportability
The following are key elements we have identified across our customer base that have made them successful in their development and deployment of solutions incorporating Sangoma products. We are passing these onto you as suggestions to consider when designing and building out solutions. Not all are appropriate for all customers, but we do hope you give them careful consideration.
All of us at Sangoma want you, our valued customers, to be successful. Contact us via our support website at https://www.sangoma.com/support/ or a local sales representative https://www.sangoma.com/company/contact-sangoma/ for additional information regarding our support services and how we can work more closely together for our mutual success.
If your solution requires High Availability:
Order redundant configurations when performing SS7
Purchase on-site spares
Follow the limitations for power, and configurations as noted in the product documentation
Make sure your technicians are trained on the Sangoma platform
Provide technicians with Lab equipment to perform testing
Make sure you have test scripts, environments and systems in order to best simulate the environment of intended use for each release and each fix you deliver to your customers
Make sure you have backup systems for power
Purchase a support agreement from Sangoma
In addition to the above suggestions, also:
Review your network design with Sangoma Support to identify opportunities to optimize your solution with respect to our product capabilities
Design your network to allow for alternative routes and logical assignments to more quickly address any service affecting issues
Make sure you control your system environment and configuration changes
Plan your network management and monitoring strategy
Ensure that your technicians are trained in all network elements and interfaces
Monitor your network 24x7
Have the ability to get someone to every site without delay
Have a complete list of contact information for the support arm of each network element you deploy
Provide for supplier remote access if required to diagnose and resolve an issue. Sangoma recommends the use of VNC in conjunction with a firewall and network access control lists. The resulting benefit is that a Sangoma Support engineer can work with your technicians in a real-time shared access mode. This allows your team the ability to learn while system issues are being examined.
Have the ability to capture Ethernet traces via network equipment port mirroring. Because the Ethernet ports on the IMG contain the IP signaling and RTP streams (rather than the GCEMS), this will greatly enhance Sangoma's efforts to quickly resolve issues involving call failures and voice path.
For more important information see IMG 1010 - Overview of Troubleshooting .